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Tier 3 Service Desk Analyst

Company: State of Colorado
Location: Denver
Posted on: May 6, 2021

Job Description:

Department InformationThis position is open to CURRENT Colorado residentsOpt in below to receive text message updates on CDHS recruiting events!CDHSCareersAbout Us:If your goal is to build a career that makes a difference, consider joining the dedicated people of the Colorado Department of Human Services (CDHS). Our professionals strive to design and deliver high quality human and health services that improve the safety, independence, and well-being of the people of Colorado. In addition to a great location and rewarding and meaningful work, we offer:* Strong, secure, yet flexible retirement benefits including a PERA Defined Benefit Plan or PERA Defined Contribution Plan plus 401(k) and 457 plans* Medical and dental health plans* Employer supplemented Health Savings Account* Paid life insurance* Short- and long-term disability coverage* 10 paid holidays per year plus vacation and sick leave* BenefitHub state employee discount program* Employee Wellness program MotivateMe* Excellent work-life programs, such as flexible schedules, training and more* Some positions may qualify for the Public Service Loan Forgiveness Program. For moreinformation, go to .We believe in a people-first approach: To serve the people of Colorado, we develop a culture and work environment that creates an energized, inspired, and healthy team capable of giving their best to Coloradans.Balance creates quality of life: We want our team to be resilient through a supportive workplace that values flexibility, health and wellness, and employee engagement.We hold ourselves accountable: We take responsibility through our actions, programs, and results for the state of health and human services in Colorado.Transparency matters: We are open and honest with employees, our partners, the Coloradans we serve, and the public.We are ethical: We abide by what is best for those we serve by doing what is right, not what is easy.Collaboration helps us rise together: We work together with all partners, employees, and clients to achieve the best outcomes for Coloradans.We are committed to increasing the diversity of our staff and providing culturally responsive programs and services. Therefore, we encourage responses from people of diverse backgrounds and abilities.Description of Job* This is a term-limited position that is scheduled to end 6/30/2022*Work Unit:The Office of Economic Security houses the Division of Food and Nutrition and the Employment and Benefits Division.. The Food and Energy Division will have oversight responsibility for the new help desk team/unit that was created by HB12-1339. This bill was passed to improve and modernize the Colorado Benefits Management System (CBMS). As such, this unit was created to work closely with the aforementioned Divisions and the county users of the CBMS system in an effort to improve the use of the system.There are three positions within this unit. This unit will be responsible for assisting state and county users with the use of the CBMS system including: usability, input into new functionality, communication, answering email in-box questions, testing, troubleshooting, researching and documenting defects, and developing state approved work-arounds.What you will be doing:This position is the primary support technician for Food & Nutrition, Colorado Works, and Adult Financial programs as they relate to the CBMS data system. As the support technician, this position will provide technical assistance to county and state users related to data system functionality for the various programs. This assistance is policy and rule driven, i.e., assistance provided will be in relation to the various program rules and policies that each Division follows. The position will identify needs, policy concerns, areas of training needed, and will make recommendations to the various programs related to the same. This position coordinates closely with the other state policy staff and the work involves application of extensive cross-program policy knowledge to identify, prevent, and resolve frequent conflicts between programs. The position will conduct user acceptance testing for data system changes. This position will assist with ongoing policy discussions. Minimum Qualifications, Substitutions, Conditions of Employment & Appeal RightsMINIMUM QUALIFICATIONS:Education and Experience:* Two (2) years of professional experience with PEAK, Colorado Works, Supplemental Nutrition Assistance Program (SNAP), Adult Financial, and CBMS. AND* Graduation from an accredited college or university with a bachelor's degree in Human Services, Business, Economics, Information Technology, or a field of study related to the work assignment ANDApplicants must demonstrate experience working with the PEAK, CBMS, SNAP, Adult Financial, and/or Colorado Works.Substitutions:A combination of work experience in the occupational field or specialized subject area of the work assigned to the job, which provided the same kind, amount, and level of knowledge acquired in the required education, may be substituted on a year-for-year basis for the bachelor's degree. A master's or doctorate degree from an accredited college or university in a field of study related to the work assignment may be substituted for the bachelor's degree and required experience on a year for year basis.Preferred QualificationsThe following supplemental experience, competencies and abilities are highly desirable for this position and may be considered in selecting the successful candidate:* More than four years of professional experience using CBMS* Excellent judgment and decision making skills; makes decisions in accordance with upper management's philosophy, values, and goals* Technical assistance and/or training experience* Experience successfully communicating both in verbal and written form to high level audiences, including providing feedback, constructive criticism, and crucial conversations* Proven organizational and project management skills* Excellent computer skills and experience with desktop and mobile office productivity applications and databases* Ability to balance the needs and intent of the Federal and State guidelines with the needs of stakeholders* Prior/current State of Colorado employee, especially within the Colorado Department of Human ServicesConditions of Employment* Former State employees who were disciplinarily terminated or resigned in lieu of termination must disclose the information on the application and provide an explanation why the prior termination or resignation should not disqualify the applicant from the current position. Absent extraordinary circumstances, prior disciplinary termination or resignation in lieu of termination will disqualify the applicant from future State employment with CDHS.* The successful candidate in this position will be willing to submit to and able to successfully pass a criminal background check.* The successful candidate in this position will be able to independently travel throughout the state using personal transportation or a state vehicle to conduct site visits and attend meetings and trainings.APPEAL RIGHTS:If you receive notice that you have been eliminated from consideration for the position, you may protest the action by filing an appeal with the State Personnel Board/State Personnel Director within 10 days from the date you receive notice of the elimination.Also, if you wish to challenge the selection and comparative analysis process, you may file an appeal with the State Personnel Board/State Personnel Director within 10 days from the receipt of notice or knowledge of the action you are challenging.Refer to Chapters 4 and 8 of the State Personnel Board Rules and Personnel Director's Administrative Procedures, 4 CCR 801, for more information about the appeals process. The State Personnel Board Rules and Personnel Director's Administrative Procedures are available at standard appeal form is available at: If you appeal, your appeal must be submitted in writing on the official appeal form, signed by you or your representative, and received at the following address within 10 days of your receipt of notice or knowledge of the action: Colorado State Personnel Board/State Personnel Director, Attn: Appeals Processing, 1525 Sherman Street, 4th Floor, Denver, CO 80203. Fax: 303-###-####. Phone: 303-###-####. The ten-day deadline and these appeal procedures also apply to all charges of discrimination.Supplemental InformationHow to Apply (PLEASE READ CAREFULLY)Applicants are required to attach a cover letter and resume to their application.Please note that ONLY your State of Colorado job application will be reviewed during the initial screening; if you submit a resume and cover letter, they will be reviewed in later stages of the selection process. Therefore, it is paramount that you clearly describe all of your relevant experience on the application itself. Applications left blank or marked "SEE RESUME" will not be considered.Your application will be reviewed against the minimum qualifications for the position. If your application demonstrates that you meet the minimum qualifications, you will be invited to the comparative analysis process, which is described below.Note: Current and former employees (transfers, voluntary demotions and reinstatements) are required to apply and participate in the comparative analysis process.Former State employees who were disciplinarily terminated or resigned in lieu of termination must disclose the information on the application and provide an explanation why the prior termination or resignation should not disqualify the applicant from the current position. Absent extraordinary circumstances, prior disciplinary termination or resignation in lieu of termination will disqualify the applicant from future State employment with CDHS.Comparative Analysis ProcessThe comparative analysis process for this position may consist of a structured application review, and a structured interview depending on the number of qualified applicants.For recruiting questions, please contact State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.ADAAA Accommodations:CDHS is committed to the full inclusion of all qualified individuals. As part of thiscommitment, our agency will assist individuals who have a disability with any reasonableaccommodation requests related to employment, including completing the applicationprocess, interviewing, completing any pre-employment testing, participating in theemployee selection process, and/or to perform essential job functions where the requestedaccommodation does not impose an undue hardship. If you have a disability and requirereasonable accommodation to ensure you have a positive experience applying or interviewingfor this position, please direct your inquiries to our ADAAA Coordinator, Nancy Schmelzer, at or call 1-800-###-####.Toll Free Applicant Technical Support: If you experience technical difficulty with the NEOGOV system (e.g. uploading or attaching documents to your online application) call NEOGOV technical support at 855-###-#### Mon-Fri between 6 am and 6 pm (Pacific Time). Helpful hints: if you are having difficulty uploading or attaching documents to your application first- ensure your documents are PDF or Microsoft Word files, and second, close the document before you attempt to upload (attach) it.

Keywords: State of Colorado, Denver , Tier 3 Service Desk Analyst, Professions , Denver, Colorado

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